The grievance mechanism is a corporate
tool aimed at ensuring a transparent process for filing, reviewing, and
addressing complaints related to the Company’s operations.
CHRB C.7
The grievance mechanism is focused
on both employees of Group entities and engagement with external stakeholders.
Meanwhile, it does not replace the existing legal tools used to protect
the interests of individuals and organisations. Participation
in the procedure is at the reporting person’s discretion and does
not affect their right to resort to government human rights mechanisms.
The grievance mechanism procedure
CHRB C.6
The grievance mechanism offers stakeholders
an additional opportunity to resolve conflicts through constructive dialogue and
mediation. It provides an opportunity to address differences out
of court.
Complaints can be submitted through
a variety of grievance channels: the Corporate Trust Line, offices
for operational, social, and labour matters as well as direct contact
with management of Company or Group entities. For the convenience
of reporting persons, complaints may be submitted either in person
or with the assistance of Company representatives or independent experts
– a particularly important option for those who may face difficulties
in filing a report on their own.
Once a complaint is received,
the relevant Company unit is designated to conduct an initial
review and assess whether additional information is required.
If necessary, independent experts may be engaged, or the report
may be referred to the relevant government authoritiesBy the respective individuals
or legal entities themselves; the Company does not forward reports
to government authorities..
The Corporate Trust Line remains
the primary and most accessible channel for filing complaints, ensuring timely
review of reports and support for reporting persons throughout all stages
of the process.
CHRB C.3
Assessing the effectiveness
of the grievance mechanism is a key component of the Company’s
corporate control system. Its operation is monitored at two levels.
Routine oversight
Implemented
on an ongoing basis by analysing feedback from reporting
personsand assessing the level
of satisfaction with the grievance process and
the results of decisions taken
Implemented
on an ongoing basis by analysing feedback from reporting
personsand assessing the level
of satisfaction with the grievance process and
the results of decisions taken
In‑depth analysis
Held annually as part
of stakeholder consultations across the Company’s footprint
and through the Let Everyone Be Heard survey, designed
to identify the principal challenges and expectations
of local communities and partners